angela wiley

First-level troubleshooting of all Commonwealth of PA (COPA) customer network and Internet issues using various network monitoring devices such as Marconi Service On Data Management Tool 2.3.0, Aperture, Smarts In-Charge V4.1.2 and an in-house custom monitoring tool.

Contribute to the delivery and execution of complex, large scale, multi-year (high cost, high complexity and/or high risk) client enterprise transformation programs by: gathering required data through direct observation and/or inquiry and synthesizing data into meaningful observation; analyzing, identifying and problem solving from information sets (issues could be business or systems issues) drawing conclusions from information sets based on analysis, creating hypotheses and presenting recommendations to team; developing client specific requirements, standard operating procedures, functional roles & responsibilities, process flow and user guides.

Supports a healthcare client by managing MetaVance enhancements and defects. The MetaVance application supports health, medical, care management and web access tools. Under general supervision leads multiple projects simultaneously through all phases of the project life cycle. Analyzes and reports project economics including costs, staffing requirements, resources, and risk. Manages project scope to prevent scope creep and gold-plating. Develops and maintains project/Program documentation including the WBS, project plan; forecasting, etc.

* Managed and trained a team of Helpdesk Associates at the Network Operations Center to support telecommunications and network infrastructure of the Commonwealth of Pennsylvania for Adelphia Business Solutions, Inc. * Remedy Application Development for Helpdesk 4.0, SLA and DSO modules. * Responsible for creating and migrating workflow from development to production environment. Performed system tuning of the Remedy Application to better fit the customer’s needs. * Assisted with implementation, training and testing of Remedy workflow and customized applications.

* Primary contact between the Department of Public Welfare client and Intellimark * Generated monthly statistical reports regarding the performance of the helpdesk using Remedy software. * Managed and trained a team of ten (10) helpdesk agents to support the end user requirements of the Department of Public Welfare (10,000 + users) * Diagnosed hardware problems, dispatched on-site assistance and third party contractors as required. * Developed procedures for hardware/software upgrades * Installed and supported customer specific and Microsoft application software. * Evaluated Helpdesk Professionals and provided feedback to Managers for the purpose of evaluating the agent’s performance.

* Assisted Human Relations Representatives in writing, reviewing and investigating cases of harassment and discrimination. * Typed letters, correspondence, and prepared cases for fact-finding conferences. * Maintained fact-finding schedules, staff meetings, and case audit for all unit investigators. * Answered inquiries from Complainants, Respondents and Attorneys regarding case progress and procedures of the PHRC. Created, updated and assisted with the support of various customized computer applications

Responsible for thought-leadership and project management expertise to deliver key strategic initiatives and critical Program(s)/Project(s) within the constraints of scope, quality, time and budget for Highmark. Includes the oversight of Project staff (internal and contractor) that serve on Program(s)/Project(s) to deliver solutions for the business. Collaborate with business and technical leaders and stakeholders on project planning, risk mitigation, contingency planning and execution to ensure delivery of expected outcomes. Provide leadership and project management staff oversight to ensure delivery of projects on schedule, within scope and within budget that meet customer requirements and needs. Oversee and accountable for the development, quality, and delivery of all assigned projects. Perform budget and resource management, project status reporting, issue and risk management, contingency planning and project communications to division and business leadership. Execute mitigation plans/actions as needed.